Mairie de Vincennes

Aligns public services with customer expectations

The Mairie de Vincennes provides a wide range of public services. And, as taxpayers, their customers expect short wait times, discreet surroundings and professional staff who respond quickly and effectively.

Meeting these service promises was tough, especially when there was no common platform to manage telephone inquiries, email traffic and requests that came through the website and other channels. So, citizens frequently had to travel to several offices, sometimes to produce the same documents at each.

Genesys helped identify more than 70 different customer journeys, maximize process efficiency and optimize the use of of 22 agents. Now, requests are handled in standard, easy-to-track ways. Managers can assess individual agent and service performance based on real-time statistics. And the team smoothly absorbs peaks in activity.

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.